1. Home
  2. Voicemail Management
  3. Voicemail Greeting and PIN Defect

Voicemail Greeting and PIN Defect

RingRx recently learned that the voicemail greeting and PIN for some of our customers were exposed to a defect.  Greetings on voicemail boxes that are affected will no longer play properly and the PIN was likely reset to a default value.

The cause of this is related to a recovery restoration process we conducted as a result of routine system management.  The recovery process was interrupted and as a result, necessary updates corrupted several voicemail greetings and PINs

What to do

  • First you should review your PIN and update if necessary.
  • Second, you should record a new greeting if you were affected.

I.  Verifying and updating your PIN

From the RingRx user portal

  1. Go to our portal at https://portal.ringrx.com/login and log in using your email address and password
  2. Go to Messages and Faxes and select the My Voicemail Settings tab
  3. Your PIN is in “Voicemail PIN” field
  4. Update or change your PIN to whatever value you prefer
  5. If you change your PIN, Select “Save Updates” at the bottom

 

II.  Changing a greeting

A.  Changing a greeting on your own voicemail box:

Option 1

From the RingRx user Portal

  1. Go to our portal at https://portal.ringrx.com/login and log in using your email address and password
  2. Go to Messages and Faxes and select the My Voicemail Settings tab
  3. Select Record New button next to Greeting
  4. Select the Round Red button to start recording
  5. Select the Red Square button to stop your recording
  6. Select Save Recording button

Option 2

  1. From your phone
  2. From your deskphone or mobile app, dial *86
  3. Enter your PIN
  4. Follow the prompts to record a new voicemail greeting

B. Changing VM greetings other than your own: 

  1. Log into the portal and go here https://portal.ringrx.com/settings/mailboxes
  2. Select Edit next to the voicemail box you want to create a greeting on
  3. Select Record Now button next to Greeting (or Alternate Greeting, as you prefer)
  4. Select the Round Red button to start recording
  5. Select the Red Square button to stop your recording
  6. Select Save Recording button

Who was affected?

Because of the nature of how the database that manages voicemail settings is structured, only a portion of our customers are affected.  Some customers may have multiple voicemail boxes affected and others have nothing affected.  Unfortunately there was no way to tell which customer was affected other than by checking voicemail boxes that did not have greetings after the defect was discovered.  Many customers do not record greetings for voicemail boxes for a variety of reasons, so while we are able to get a good idea of the extent of the problem, we were not able to determine it precisely.

What was affected?

This issue affected voicemail greetings and PINs only.  This did not affect any other features or services, including:

  • Menu, phone tree, or auto-attendant greetings or prompts
  • Voicemail messages
  • Fax services
  • Texting services
  • Ring Groups
  • Call data
  • Other feature settings or configuration

Did this result in any security breach or violation?

No, this did not result in any security risk of your personal information or records containing patient information.  This was a defect created by internal system management processes only and data was never jeopardized in any way.

 

Related Articles